Customer Care Policy

How we aim to treat you

• Providing a friendly service, and treating you with respect and sensitivity.
• Treating you fairly, and demonstrating our commitment to equality and diversity.
• Recognising and responding to your particular needs.
• Dealing with your requests and enquiries accurately, promptly and efficiently.
• Respecting your confidentiality at all times.
• Offering an explanation where we are unable to answer your request or enquiry.
• Setting service standards and monitoring our performance against them.
• Continuing to develop our team’s expertise and skills.
• Welcoming your feedback.

Courtesy

Everyone in our team is expected to be knowledgeable, professional and courteous, and is supported to meet the standards set out in this policy.

Communication

We aim to respond to emails within two working days. Where we cannot meet that, we will tell you as soon as possible and agree a new timescale with you. Comments, suggestions, queries and complaints can be sent to clinical@wlmtelemedicine.ie, and we will respond within three to five working days.

Consistency

As part of our commitment to professional standards, we review our policies annually to make sure they continue to meet the needs of the practice and are applied consistently to everyone we care for.

Complaints

We seek fair, prompt and reasonable resolutions to complaints and appeals. Please see our complaints policy for the full procedure, including how to escalate a complaint to the Irish Medical Council or CORU if you remain dissatisfied.

Your information

We comply with the General Data Protection Regulation. You may request access to the personal information we hold about you, or ask us to correct it, by contacting clinical@wlmtelemedicine.ie. Our privacy policy explains this in full.

Keeping things simple

Wherever we can, without compromising our legal duties or professional standards, we aim to keep paperwork and process to the minimum needed to look after you well.

Contact us

The Weight Loss Medics Ireland, Suite 1C, Morrison Chambers, 32 Nassau Street, Dublin 2, D02 K4W8. Email clinical@wlmtelemedicine.ie or call +353 83 379 4326.